WestJet Apologizes for Stranding Passengers in Costa Rica Travel Nightmare
More than 100 passengers faced an unexpected ordeal after a WestJet flight from Liberia, Costa Rica, to Toronto was abruptly canceled. The incident left travelers, including families with small children and individuals with mobility challenges, stranded without proper support. For some, like the Sachs family from Ottawa, the disruption turned a holiday getaway into a logistical and financial nightmare.
The problems began with a routine boarding process but quickly spiraled. After boarding, passengers were informed of a delay due to a "passport verification issue" involving a crew member. This initial issue kept the plane on the tarmac for hours, with little communication. The situation worsened when the pilot later announced that the runway had been closed due to debris. Adding to the confusion, security personnel boarded the plane to search specific rows.
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After nearly five hours on the aircraft, passengers were told the flight was canceled because the pilot had exceeded their duty hours. Upon disembarking, many were shocked to find no WestJet representatives to assist with accommodations. The Sachs family, with no nearby hotel options, ended up paying $1,500 for a resort an hour and a half away, plus transportation costs.
In response to mounting frustration, WestJet issued an apology, citing customs issues and unforeseen runway damage as causes for the delay. They added a recovery flight the following day, but the damage was done. The Sachs family eventually made it back to Ottawa, but not without additional delays and significant out-of-pocket expenses.
Advocacy groups emphasize that passengers have rights in such situations. Gabor Lukacs, president of Air Passenger Rights, advises travelers to document incidents and retain receipts for claims. WestJet has stated they are working to address concerns and assist affected passengers, but for families like the Sachs, the experience left much to be desired.
This incident underscores the need for clearer airline protocols and stronger protections for passengers caught in such chaotic circumstances.
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